Customer Information
Information Screens
SLAs Tracking
Billing & Support Package Tracking
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KEY BENEFITS
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- Centralized SLAs Information Access & Availability
- Dynamic, & Faster access to SLA Information
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- Differentiate Service offerings, Gain Service Efficiencies through Pro-active SLAs Tracking
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Tracker lets you monitor and track internal response goals and external service-level commitments. Reporting and demonstrating your performance with the system’s SLA tracking function lets you set yourself apart from the competition.
You can set up an unlimited number of support packages—with flexibility in how you configure each package. You can create system wide support packages or packages configured per customer and per product. This enables you to track several support packages for a single customer covering a variety of products. You can also set up default support packages by product.
You can configure support hours across system wide, by customer, by product or by priority—and set required response and resolution times for each priority. You can get quick access to SLA compliance statistics by customer from the incident screen and run SLA compliance reports by customer, department and agent.